客房服务英语培训Handing Complaints 处理投诉 - 制度大全

客房服务英语培训Handing Complaints 处理投诉-制度大全
客房服务英语培训Handing Complaints 处理投诉之相关制度和职责，HandingComplaints 处理投诉platintsabouttheserviceAttendant:(Telephonerings)Goodmorning.Imtheroom attendant.CanIhelpyou?Guest:Myroomhasntb...
Handing Complaints 处理投诉
Converstaion
A. Complatints about the service
Attendant: (Telephone rings) Good morning. I m the room attendant. Can I help you?
Guest: My room hasnt been made up yet. Its already 12:00.
A: Im awfully sorry, madam, We are very busy this morning. Well clean your room right now. Your room number, please?
G: Room 602. I would like to have my room made up early every day. Can you do this?
A: Yes, madam. We always have rooms made up early on request. Just let us know what you need. And if we
can, well oblige. Room 602. A maid will come to your room at once.
G: Thank you.
A: Youre welcome.
B. Complaints about room facilitees.
Attendant: Good evening . Is there anything I can do for you ?
Guest: I called you my room was very hot. The air-conditioner wasnt working, but nobody has come since I called you.
A: I do apologize for it. Ill check with the Maintenance Department . I assure you that they will come within minutes.
G: Would you ? Oh ,here they will come . Thank you.
A: Youre most welcome. Please call us if there is anything I can do for you. See you.
C. Complaints about noise
Attendant: Good evening . Can I be of assistance?
Guest: This is Room 402. The noise in Room 405 is terrible. I cant fall asleep, Can you do something about it?
A: Certainly, sir. Ill speak to the people there right now.
D. Complains about mosquitoes
Attendant : Good morning ,sir. Can I help you?
Guest: I didnt sleep a wink last night. I was pestered with mosquitoes all night.
A: Im awfully sorry, sir. May I have your name and room number, please?
G: Mr. Brown, Room 1818. I really could not bear it.
A: Im sorry, Mr.Brown.. I do wish you had let us know at once.
G:Well, in fact. Im considering moving to another hotel.
A:Oh, please dont,Mr .Brown. May we change your room?
G:Ill accept your offer if there is no mosquitoes.
A:Certainly, Mr. Brown. I can assure you such things wont happen again. Well take necessary precautions.
G:All right.
A:Thank you for bringing the matter to our attenntion. Ill arrange the move as soonas possible. G:Thank you.
A:You are most welcome ,and have a good rest ,sir.
Useful exprssions
1.Please accept my apology on behalf of the hotel. 请接受我代表酒店向您道歉。

2.Thank you for telling us ,sir. 先生,谢谢您告诉我们。

3.Im sorry for the mistake ,sir. I do apologize. 出了错真是非常对不起,先生。

我向您道歉。

4. I cant regulate the air-aonditioner. 空调机调节不灵。

5. The control knob of the air-conditioner doesnt work. 空调机的调节旋钮不好使。

6. The door to the private bathroom wont lock.. 我洗澡间的门锁不上。

7. Ill have the maintenance man come in and take a look at it. 我去叫维修工人来瞧瞧。

Notes
1. I didt sleep a wink last night, Wink, 打盹,小睡。

2. I was pestered with mosquitoes all night. Be pestered with 是被…烦扰的意思。

会话参考译文
A. 投诉服务质量
服务员:(电话铃响)早上好,我是客房服务员,能帮您忙吗
客人:我的房间现在还没打扫过,已经12点了。

员:小姐,非常抱歉,我们今天早上很忙。

我们马上来打扫您的房间。

请问您的房号
客:602房间。

我希望我的房间每天早点收拾,你们能做到吗
员:好的,夫人。

只要客人要求,我们总是早点收拾房间,您需要什么请吩咐,只要能办到,我们乐意效劳。

房号602,服务员马上去您房间打扫。

客:谢谢。

员:不用谢。

B. 投诉客房设施
服务员:晚上好,有什么事可以为您效劳吗
客人:我打电话告诉过你我的房间很热,空调坏了。

但自从我打电话给你后还没有人来过。

员:我真的为此道歉,我会向维修部核查一下,我向您保证他们会马上来的。

客:是吗噢,他们来了,谢谢。

员:乐意为您服务。

如果什么事,请打电话来,再见。

C. 投诉噪音
服务员:晚上好,有什么需要帮忙吗
客人:我是402房间,隔壁404房间太吵了,我无法入睡,你能去处理一下吗
员:当然可以,先生。

我马上去跟他们讲。

D. 投诉蚊子骚扰
服务员:早晨好,先生。

我能为您服务吗
客人:我昨晚整夜没合眼。

蚊子骚扰了我一夜。

员:非常对不起,先生。

请问您的姓名和房间号码
客人:布朗先生,1818房,真的无法忍受。

员:对不起,布朗先生。

要是您当时立即告诉我们就好了。

客人:哦,事实上,我正考虑换一家饭店。

员:噢,请别这么做,布朗先生。

我们可以为您换个客房吗
客人:如果那里没有蚊子的话,我可以接受你的建议。

员:当然,布袤先生。

我可以向您保证,这类事不会再发生了。

我们会采取必要的预防措施。

客:发吧。

员:谢谢您将此事告诉我们。

我会尽快安排换房事宜。

客人:谢谢。

员:请别客气,祝您休息得好,先生。

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